Complaints

If any part of your care falls short, we want to know. Concerns are taken seriously, investigated properly, and used to improve the service.

How to raise a concern

Speak to the doctor at the time if you can — most matters are resolved immediately. Otherwise, contact the clinic by phone on 020 0000 0000, by WhatsApp, or in writing to 3a Montpelier Street, Knightsbridge, London SW7 1EX.

What happens next

1. Acknowledgement. We acknowledge your complaint within three working days.
2. Investigation. The complaint is investigated by a senior clinician not involved in your care wherever possible.
3. Response. You receive a written response, normally within twenty working days. If the investigation needs longer, we tell you why and when to expect it.

If you remain dissatisfied

Private medical services in England are regulated by the Care Quality Commission. You can contact the CQC at cqc.org.uk. Concerns about an individual doctor’s fitness to practise can be raised with the General Medical Council at gmc-uk.org. For complaints about independent healthcare that cannot be resolved directly, the Independent Sector Complaints Adjudication Service (ISCAS) may be able to assist at iscas.cedr.com.

Raising a complaint never affects your access to care.